Workplace Technology Support Engineer

• This professional is responsible for providing advanced technical support to end users and resolving escalated incidents and service requests that require expertise beyond Level 1 support.
• This role serves as a key escalation point for complex hardware, software, operating system, applications, network connectivity, and end-user computing issues.
• The ideal candidate will have strong hands-on experience supporting Windows and macOS environments, Microsoft 365 technologies, Active Directory, endpoint management tools, and enterprise collaboration platforms.
• This individual will deliver high-quality customer service while ensuring incidents are resolved within established SLA requirements.

Responsibilities:

• Resolve escalated Level 1 incidents involving hardware, software, networking, applications, and end-user devices.
• Provide advanced troubleshooting and support for Windows 10/11 and macOS environments.
• Support and administer Active Directory, Clienture AD/Entra ID, Microsoft 365, Teams, Zoom, VPN, and related enterprise tools.
• Manage endpoint devices using SCCM/MECM, Intune, JAMF, and remote support tools.
• Perform IMAC/D activities, including device installation, deployment, moves, upgrades, replacements, and disposal.
• Manage incidents and service requests through ServiceNow while meeting SLA requirements.
• Support conference room technologies, including Teams Rooms, Zoom Rooms, AV equipment, printers, and peripherals.
• Assist with device imaging, deployment, asset tracking, refresh, and decommissioning.
• Document resolutions, maintain knowledge base articles, and identify recurring issues or automation opportunities.
• Coordinate with Level 3 teams, infrastructure groups, and vendors for complex escalations.
• Provide VIP and executive-level support as needed.

• 2-4 years of experience in IT support, desktop support, service desk, or end-user computing.
• Strong experience supporting Windows 10/11 and macOS.
• Hands-on experience with Active Directory, Clienture AD/Entra ID, and Microsoft 365.
• Experience with ServiceNow and ITIL-based incident, request, problem, and change management.
• Experience with endpoint management tools such as SCCM/MECM, Intune, or JAMF.
• Working knowledge of Microsoft Teams, Zoom, VPN, network printing, and enterprise wireless environments.
• Strong troubleshooting, root cause analysis, communication, and customer service skills.

Skillsets:

• ITIL v4, CompTIA A+/Network+, JAMF, or Microsoft 365 certifications.
• Experience with Teams Rooms, Zoom Rooms, and AV support.
• Knowledge of PowerShell or Bash scripting for automation.
• Experience supporting enterprise, manufacturing, or semiconductor environments.

Education:

• Bachelor’s degree or equivalent experience in a related field.